Hotel integration (Cloudbeds, Oracle OPERA Cloud and Mews) - charge a check to the guest room, house account and void a room charge

Applies to Invu POS 6.10.6 and the Admin Panel, for hotels using Cloudbeds, Oracle OPERA Cloud or Mews. Labels are shown as they appear when the POS or the Panel is in English.

Most important:

• The room charge goes to the hotel system when you close the order, and only if you picked the guest's reservation on the order first.
• To leave the check on the guest folio, pay with the hotel payment type (Cloudbeds, Oracle OPERA Cloud or Mews). That payment type only shows up when the order already has a reservation and there is internet. With Mews, pay the whole order with that payment type, in a single payment.
• To void a charge that was already sent, make a complete credit note in the POS: Invu reverses it in the hotel system. A partial credit note changes nothing in the hotel.
• To see whether an order reached the hotel, long-press the Invu logo and tap Integrations.

1. Setup in the Admin Panel

Cloudbeds

1. In the Panel menu go to Integrations and, on the Cloudbeds card, tap Connect Integration. Sign in to Cloudbeds and authorize Invu. When it works you see "Successfully connected to Cloudbeds".
2. Create the payment type for room charges: Settings > Payment Types > Create Payment Type, and under POS Type pick the Cloudbeds option.
3. If you use a house account, go to Settings > Settings > Integrations/Loyalty, tap Enable Save Button and fill in Cloudbeds House Account with the house account number from Cloudbeds (see section 5).

Oracle OPERA Cloud

1. Go to Settings > Settings > Integrations/Loyalty, tap Enable Save Button and fill in the Oracle OPERA Cloud (OHIP) group with the data the hotel or Oracle gives you: Gateway URL, Enterprise ID, Hotel ID, Client ID, Client Secret and App Key.
2. To post charges you also need Cashier ID and Transaction code (consumption). Transaction code (service charge) and Transaction code (tip) are optional: if blank, the consumption code is used.
3. Fill in Payment code (other tenders) if a guest may pay part to the room and part in cash or by card. Without it, those orders are not sent.
4. Send amounts with tax included: leave it on if your OPERA transaction codes include tax. If it is off, OPERA adds the tax.
5. Create the payment type in Payment Types with POS Type = Oracle OPERA Cloud.

Mews

1. In Settings > Settings > Integrations/Loyalty, tap Enable Save Button, fill in MEWS Client Token and MEWS Access Token (Mews gives you both) and pick MEWS Integration Type: Gross or Net values (see section 4). If any of the three is missing, the POS does not show Mews.
2. Create the payment type in Payment Types with POS Type = the Mews option. In Integration Code enter the ID of the Mews service the charges go to (for example, the restaurant's).
3. In Settings > Taxes, every tax you use needs the code of that tax rate in Mews in Tax Integration Code.
4. Optional: to send a subcategory to a different Mews service, enter that service ID in Menu > Sub Categories > Integration Code.

After any change in the Panel, run Update Data on the POS.

2. How to charge a check to the room in the POS

1. Open the order and tap its header to open Order Information.
2. Tap the CloudBeds, Oracle OPERA Cloud or Mews row:
   • Cloudbeds lists the checked-in guests. Search and tap the reservation.
   • Oracle OPERA Cloud asks you to search by Room(s), Last name or Key track (swipe the key through the reader). With the key, if there is only one guest, it is picked right away.
   • Mews first asks you to pick the hotel service (Select an option) and then lists the checked-in guests of that service. Use Search reservation to search by name or room. The magnifier starts the search over.
3. The row shows the reservation reference. If the guest has an email on the reservation, the POS sets them as the order's customer. If the order already had another customer, it asks whether to replace it.
4. Pay with the hotel payment type. Without internet you get "Connection Error" and cannot use it.
5. When the order closes, Invu sends the items, the service charge and the tip to the reservation.

With Cloudbeds and OPERA, if the guest pays in cash or by card but the order has a reservation, it still goes to the hotel: the charges and the payment travel together, so the room balance does not go up.

Watch out: if you assign or remove the order's customer after picking the reservation, the reservation is cleared from the order. Pick it again before paying.

3. Oracle OPERA Cloud messages when searching or paying

• "The reservation has NO POST set in OPERA...": the reservation does not accept charges. Ask the front desk to remove it in OPERA, or use another payment type.
• "No in-house guests match that search...": if the guest checks out today, search by last name.
• "The Oracle OPERA Cloud cashier or default transaction code is missing...": Cashier ID or Transaction code (consumption) is missing in the Panel.
• "The order has payments taken at the outlet, but the Oracle OPERA Cloud payment method code is missing...": Payment code (other tenders) is missing.
• "The order is tax exempt, but Oracle OPERA Cloud is set up with net amounts..." or "An item of the order is no longer on the menu...": post that order manually in OPERA.

4. Mews: Gross or Net values, single payment and messages

• Gross: each item reaches Mews with tax included. Net values: it goes without tax and Mews adds the tax from the code. An item with more than one tax always goes without tax. The service charge and the tip go as separate lines, with the code of the 0% tax.
• The order is only sent if it was paid in full with the Mews payment type, in a single payment. If you take cash, card or two payment types, nothing reaches Mews, even if Integrations shows Sent. To charge only part to the room, split the order into accounts (section 6).
• If tapping Mews does nothing, check the internet and the Panel tokens.
• If Mews rejects the charge, the POS gives no warning at close: the reason is in the Description under Integrations > Mews:
  • "Item ... has no tax code assigned for Mews integration.": that item's tax has no Tax Integration Code.
  • "Tax code ... not found in Mews integration.": that code does not exist in Mews.
  • "Services IDs not found in Mews.": the Integration Code of the payment type or of a subcategory is not an active Mews service.
  • "Customer ID not found in Mews." or "Item Archived or Deleted": post that charge manually in Mews.
  • "Mews order partially posted...": part of it arrived; the POS retries what is missing.

The house account, the key search and mixed payments are Cloudbeds or OPERA only.

5. House account (Cloudbeds House Account)

When Cloudbeds House Account is filled in, every closed order without a reservation (and not split) is sent to that house account in Cloudbeds, with its payments. If you do not want sales without a reservation in Cloudbeds, leave the field blank.

6. Split checks

• If you split the order, the reservation you picked before does not carry over to the accounts, and the main order is not sent.
• Each account is sent on its own. Tap the account to select it, tap its header again and pick the reservation in that account's Order Information.
• That way you can charge one account to the room and pay the other in cash or by card.

7. Void a room charge or fix the wrong room

• Before closing: tap the integration row again and pick the right reservation.
• After closing: make a complete credit note (see "Hacer una nota de crédito (devolución) de una venta cerrada"). Invu reverses the charge in Cloudbeds, OPERA or Mews (in Mews, as the same lines with negative amounts). Then ring up the sale again with the right reservation.
• With Mews, the void is sent once the original charge is Sent. Until then the Description says "Mews void pending because the original Mews save is not confirmed."
• It also counts as complete if several partial credit notes return every item.
• A partial credit note is not sent to the hotel: adjust the folio manually in the hotel system.
• If the order was split into accounts, check in the hotel system that the charge was reversed.

8. The charge does not reach the hotel system, or it is duplicated

1. Long-press the Invu logo > Integrations and pick CloudBeds, Oracle OPERA Cloud or Mews. Each order shows Reservation ID, Description (the hotel's error) and the status Sent or Pending.
2. Without a Reservation ID, no reservation was picked before closing: post the charge manually in the hotel system.
3. If it is Pending, read the Description and fix the cause (internet, Panel data, NO POST).
4. The POS retries pending sends by itself:
   • Cloudbeds and Mews retry in the background while the POS has internet.
   • Oracle OPERA Cloud waits 10 minutes and the wait doubles up to 12 hours. Once you fix the cause, close and reopen the app so it retries right away.
5. Check that the order is not open on another device: that device is the one that retries it.
6. Duplicates: retries do not post an order that was already sent. If you see a double charge, check whether the sale was rung up twice in the POS before voiding anything.

9. When to contact support

Contact us if an order stays Pending after you fix the cause, if the amount in the hotel does not match Invu, or if the connection to the hotel system drops. Send:

• the order number and the reservation or room;
• a photo of the Integrations screen with the Description column;
• the POS version (tap the Invu logo once) and the time the order closed.

Invu also integrates with Winks. If you use it, ask support about its setup.